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Support Account Manager (Russian)

21-7-2021 | Дублин, Ирландия

Main Responsibilities:

  • Acting as a first point of escalation for your customer, ensuring their issues are prioritized appropriately and resolved without delay.
  • Monitoring open cases and escalating to Support teams to ensure SLAs are met and exceeded.
  • Managing regular Service Request and operational reviews with your assigned customers.
  • Reviewing trends to identify opportunities for learning or improvement, leading to enhanced product use.
  • Involving the right technical resources to ensure improved time to value in the use of Bentley products.
  • Ensuring ongoing visibility within Bentley of your customer’s direction and needs.
  • Escalating important issues with the relevant Support, Product Management or Development teams to ensure timely responses and resolution of high priority issues.
  • Contribute to Quarterly Business Review (QBR) meetings with accounts, reporting upon the progress of support issues, trends and concerns.
  • Playing an active part in a dedicated team advancing the understanding and usage of Bentley’s solution set.
  • Working with Support and other teams to identify gaps in the support process that might impede and effective progress for accounts and work with managers to help close those gaps.

Requirements:

  • Proven ability to work closely with customers and develop excellent working relationships.
  • A minimum of 4-years’ experience as a Technical Account Manager, Support Account Manager or Support Engineer/Analyst is required.
  • Experience working in the software industry is required.
  • Fluent English and Russian language skills required.
  • Great communication skills, the ability to work well with others and to achieve mutually beneficial outcomes.
  • Strong organization skills and attention to detail, along with the ability to use own initiative to identify and progress issues for your assigned accounts.
  • Knowledge of customer support processes and tools.
  • Creative thinking, problem-solving and desire to find the best outcomes for challenging situations.
  • Highly motivated, with a strong sense of achievement contribute supportively to a dynamic team environment.

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